Consumer Engagement Analyst

Nestlé; Meycauayan; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Nestlé is seeking a Customer Care Specialist for our Meycauayan, Bulacan location. This hybrid role operates on a night shift (8PM-5AM) and requires a Bachelor’s degree with 1–2 years of BPO experience in voice and written accounts.

You will handle calls and digital inquiries, ensuring high-quality customer support across multiple channels. Join Nestlé Business Services to deliver world-class service, engage with consumers with empathy, and contribute to safe, timely resolutions using Salesforce

Qualifications

• Bachelor’s degree required.
• 1–2 years of BPO experience in voice and/or written accounts.
• Experience with telephony systems (Amazon Connect, Genesys) and consumer services platforms.
• Ability to handle high volumes across multiple channels.
• Strong English communication skills.

Responsibilities

• Monitor traditional and digital contact channels.
• Handle incoming calls for brands to address consumer concerns.
• Manage live chat and other channels for prompt responses.
• Monitor social media and respond in appropriate tone.
• Identify consumer issues and process refunds via Omnichannel.
• Manage webshop orders: tracking, replacements, cancellations, refunds.
• Assist with technical machine-related concerns.
• Record and categorize concerns in Salesforce Engage Omni.
• Escalate reputational risks to relevant functions.

Skills

Proficient in English

BPO experience

Strong communication

Education

Bachelor’s Degree

Tools

Amazon Connect

Genesys

Engage Omni

Job description

POSITION SNAPSHOT

Location: Open slots for Meycauayan, Bulacan

POSITION SNAPSHOT

Location: Open slots for Meycauayan, Bulacan

Company: Nestlé Business Services AOA, Inc.

Bachelor’s Degree

Hybrid | Night Shift (8PM-5AM)

Position Summary

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE...

• Monitoring Traditional (Phones, Email/Webform) and Digital (Social Media, Live Chat, Ratings and Reviews, Messaging Apps) communication channels.
• Handling all incoming calls for the brands to address consumer concerns, including comments, feedback, inquiries, or complaints
• Managing immediate communication channels like Phones and Live Chat to ensure prompt responses
• Monitoring owned social media channels and interacting with consumers using an appropriate tone of voice tailored to each platform
• Identifying consumer complaints and processing refunds through the Omnichannel system
• Managing consumer webshop orders, including order tracking, replacements, cancellations, and refunds
• Assisting in technical concerns for machine-related issues
• Adapting and applying Consumer Engagement Framework best practices - providing empathy, learning from consumers, solving the concern with extra value when dealing with and resolving contacts
• Recording and categorizing all consumer concerns processed in Salesforce Engage Omni
• Proactively addressing potential reputational risks and promptly notifying relevant Functions/Brands to mitigate issue escalation and assist in issue management

ARE YOU A FIT?

• Proficient in English, able to communicate effectively in both written and oral form
• 1-2 years of BPO experience working in both Voice and Written accounts, UK account experience is an advantage
• Experience in handling technical accounts is an advantage
• Experience with telephony system (could be Amazon Connect, Genesys) and consumer services ecosystem (could be Engage Omni)
• Ability to work with large volumes of data and work on multiple channels at the same time
• Strong critical thinking and problem-solving skills
• Amenable to shifting schedules, depending on operational requirements